The customer experience has become an important strategic asset in many industries, especially those with commoditizing products or where deregulation has led to fierce price wars and customer churn. Moreover, advances in technology and the globalization of many industries have heightened customer expectations. But too often, misconceptions about what customers value lead to misguided “improvement” efforts that waste valuable resources.
To better focus their efforts, companies must answer key questions such as these:
Which customer interactions lead to attrition, advocacy, and greater spending?
When should we focus on service instead of product or price?
What service experiences hurt customer satisfaction the most?
A customer’s experience must align with expectations to generate satisfaction. Our goal is to help our clients exceed those expectations to create a sustainable competitive advantage that leads to greater profits. Read More